The role of the ServiceDesk Specialist – IT Services and Support is to provide overall support for computing hardware and systems, packaged software, peripheral equipment, proprietary software, and network connectivity to ensure efficient and successful operations in alignment with JDS Inc. business, security, and IT standards, policies, and procedures.
This role includes documenting computer-related problems, providing basic troubleshooting solutions as appropriate, and escalating issues to other IT units for resolution when needed.
The position also plays an instrumental role in defining and implementing ServiceDesk metrics to ensure benchmarks are met or exceeded.
Additionally, the Specialist assists with the design and implementation of standards and processes to deliver effective customer service and meet departmental requirements. They will also assist other IT groups with the administration of IT infrastructure.
The role will participate in a rotation for 24/7 on-call support related to system availability and client needs.
This role may include assisting Global IT groups with project work which would require working off hours or traveling to other JDS Inc. locations.
